Visitor
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1 Message
Live billing chat cannot connect — requesting private account review
Xfinity Assistant says a live agent is available, but the handoff fails with “Unable to start a live chat session. Please try again later.” A refreshed session also failed.
I need an official Xfinity employee to review existing internet promotion options privately, while preserving current speeds and all included benefits. Could a staff member invite a private message for account review? Please keep the conversation in writing; a phone callback is not an option.
This is a request for account review and pricing options only, not authorization to change or cancel service or submit an order.
XfinityJoe
Official Employee
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1.5K Messages
42 minutes ago
Sorry to hear about the trouble you experienced when using the Xfinity Assistant, @user_c5el8100 If you're looking to lower your bill, it's worth checking out the Plan Builder.
You can view all the current promotions eligible for your account and make any changes at:
https://www.xfinity.com/planbuilder
You will want to ensure that you are signed in using your Xfinity credentials in the upper right-hand corner of the page.
keep in mind some promotions are offered exclusively through online channels. Sometimes the best offer doesn't require changing your services at all. You can often select the same services you already have and still see promotional pricing you're eligible for, though some changes won't be visible until you get to the order summary.
If you have any questions or want to review the account with us, please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it. See the link below for an example
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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